Position Summary

Role and Responsibilities

Job Description:

We are looking for an Assistant Manager – Digital Customer Service Development to support the enhancement and innovation of our digital customer service experience. This role is responsible for managing digital service platforms, implementing automation tools like chatbots, utilizing customer data and social insights, and driving improvements across all digital touchpoints.  

Key Responsibilities:

1. Manage daily operations of digital customer service platforms including Samsung.com, Line Official Account (OA), Facebook Messenger, website chat, and Samsung Members application.

2. Support the transition from traditional service to digital-first platforms by identifying and executing opportunities for automation, AI integration, and self-service enhancements.

3. Implement and monitor performance of chatbots and virtual assistants, ensuring high-quality and consistent user experiences.

4. Use tools like Google Analytics to analyze customer behavior, identify service friction points, and recommend improvements to enhance engagement and satisfaction.

5. Monitor customer sentiment using social listening platforms such as Zanroo, or Sprinklr to gain insights and inform service improvements.

6. Maintain and continuously improve digital self-service content including FAQs, troubleshooting guides, and knowledge base articles.

7. Ensure a seamless omni-channel experience by aligning digital service flows across all platforms, maintaining consistency in tone, service quality, and branding.

8. Collaborate with cross-functional teams including IT, Marketing, Product, and Customer Care to align on platform improvements, campaign readiness, and service consistency.

9. Provide operational support for digital marketing campaigns, new product launches, and promotional activities across service platforms.

10. Track and report key service KPIs such as NPS or customer satisfaction KPI, chat related deflection rates, FCR, and engagement rates, and recommend strategies for continuous improvement.

11. Support the rollout of new service features or pilot programs, benchmarking global trends and applying best practices to the local market.

12. Assist with training and onboarding for internal teams and service vendors on new digital tools and customer service standards.

Qualifications:

1. Bachelor’s degree in Business, Marketing, IT, Communications, or a related field.

2. Minimum of 3 years of experience in digital service management, customer experience, or digital transformation roles.

3. Hands-on experience with:

• Google Analytics (GA4)
• CRM systems (e.g., Salesforce, Zendesk)
• Chatbot platforms  
• Social listening tools such as Zanroo, or Sprinklr

4. Strong analytical and problem-solving skills with a data-driven mindset.

5. Excellent communication and project coordination skills across departments.

6. Fluent in English (spoken and written); Thai language proficiency i

Skills and Qualifications

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